Review Insights · Google Play
Chipotle
Chipotle Mexican Grill · 513,632 ratings · ★ 4.7
4.7
★★★★★
513,632 ratings
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Top complaints - extracted from 53 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"order"
17 negative reviews mention this · 32% of all complaints
★★★★★ "the app and the website are both not working right now. I'm trying to add a gift card and on the app it keeps saying "something's not right, please try again later." SO I try the website and it shows that the gift card has $20 on it, but wh…" - Grace
2
"card"
8 negative reviews mention this · 15% of all complaints
★★★★★ "the app and the website are both not working right now. I'm trying to add a gift card and on the app it keeps saying "something's not right, please try again later." SO I try the website and it shows that the gift card has $20 on it, but wh…" - Grace
3
"doesn"
8 negative reviews mention this · 15% of all complaints
★★★★★ "the app and the website are both not working right now. I'm trying to add a gift card and on the app it keeps saying "something's not right, please try again later." SO I try the website and it shows that the gift card has $20 on it, but wh…" - Grace
4
"gift"
6 negative reviews mention this · 11% of all complaints
★★★★★ "the app and the website are both not working right now. I'm trying to add a gift card and on the app it keeps saying "something's not right, please try again later." SO I try the website and it shows that the gift card has $20 on it, but wh…" - Grace
5
"gift card"
6 negative reviews mention this · 11% of all complaints
★★★★★ "the app and the website are both not working right now. I'm trying to add a gift card and on the app it keeps saying "something's not right, please try again later." SO I try the website and it shows that the gift card has $20 on it, but wh…" - Grace
6
"customer"
6 negative reviews mention this · 11% of all complaints
★★★★★ "trash app never anyone around for customer service. always asks for an order number and knows it didn't send an email" - Jessica Mayberry
7
"payment"
6 negative reviews mention this · 11% of all complaints
★★★★★ "payment never works" - Dee L
8
"work"
6 negative reviews mention this · 11% of all complaints
★★★★★ "the app and the website are both not working right now. I'm trying to add a gift card and on the app it keeps saying "something's not right, please try again later." SO I try the website and it shows that the gift card has $20 on it, but wh…" - Grace
📋 All 53 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
the app and the website are both not working right now. I'm trying to add a gift card and on the app it keeps saying "something's not right, please try again later." SO I try the website and it shows that the gift card has $20 on it, but when I go to check out it says the same message and doesn't let me order. This is my sign to eat at home😭
trash app never anyone around for customer service. always asks for an order number and knows it didn't send an email
payment never works
Google pay didn't work,
This app is terrible. Every time I try to use the app it cancels my order. What happened cause it used to work. They always charge whatever payment I'm using but always cancel.
This app never works when trying to make payment..even if I use the option to then order and pay at the store..that does not work either..been like that for over 3 months ..same issue on website as well
I redeemed a quesadilla with my points, the app glitched and basically nulled the 1,625 points I just spent on a quesadilla
continued app issues
Make sure you absolutely double check your order location, if placed in the wrong town, they will not refund your money so you can place it at the correct place and they do not have a hard stop to double check your ordering location. Pick the wrong place, so sad, too bad, some employees will get a free meal on your stupidity! Never ordering from Chipotle again.
app blows
can not pay for food with CC,dislike app ..wish they would go back to Organic and non GMO more!!!
1) 50% off an entrée is not actually 50% off 2) they don't do math correctly and have hidden fees that are never explained 3) The system took 4 tries to actually process the order All in all, the app that I used when it first began was far from as scheming and malfunctioning as it is now. What a nightmare. We will see how the food looks like when it arrives.
this location sucks
doesn't save time and not worth need a number to make an account
no promo box for our school fundraiser
can't sign in with a email you created account with in the first place... headache
unable to resolve issue and contact support wasn't available. Displeased with inconsistency of stores.
Thornton locations are poorly run. management needs better training
signed up... now can't sign in... Nothing. try to change a password... and nothing.
They wouldn't let me get a refund they are forcing me to have cheese on my quesedilla
Won't let me enter a gift card as a method of payment.
unable to place an order on the android app for the past 4 months. cannot pay and cannot send to restaurant and pay there either due to app bug. terrible app, lost me as a customer to other restaurants that have functional ordering in app
manager not very helpful with using coupon today
can't even use a freaking gift card, signing up for an account was 10x harder than it should've been
terrible app. can't pay, can't order. don't seem to want business. they've overbuilt security or something
app keeps telling me there's a payment issue on your side so my order doesn't go through. there's an option to pay at the store by holding the order button, that also doesn't work and errors out. guess I'm ordering food elsewhere. issue has been like this for several times
applying rewards always fail.
Can't login without verifying phone number. Phone number code never sends, and I'm not sitting on hold with customer service. I'll just go somewhere else
Not working for me. I was logged in to the app. I tried to redeem my birthday chips but it kept saying I didn't meet the requirements. the requirements were to have $5 entree which I did have a $10 burrito. Did a reset on the website that took forever. Finally got a new password to take and now I need to wait for a text message that never came to log in. Now I can't use the account at all..
locked out of account and zero customer support help
The app is updated too often, requiring new downloads. It sometimes does not work and requires extra time. I did not see a cash payment option, but it wanted me to save my credit card info. You should not require online orders for deals, because your app stinks! You're about to lose this customer for good!
Don't order on the app. they just give you absolutely nothing in comparison
Why doesn't this app load when I open it? What the white widget box in the middle of the screen for? Nothing ever loads in it.
Forced to get the app because the website doesn't function.
the app sucks¡!!! Rewards frequently disappear. You can't sent messages when you have issues except to their AI Pepper. I love the restaurant but hate the app!!!
The app prices for the items if you select delivery are ROBBERY, and they charge a delivery fee on top of that, and you are expected to tip on top of that. $76+ for only two people. NEVER AGAIN, CROOKS!!!
the app consistently deletes rewards that have been redeemed from points
Don't plan on ever eating chipotle again. They decided to raise prices to appease a wealthier target market. Try Pancheros, instead. The food is substantially better, and they don't have condescending business practices.
always have an issue where i select my location and order and it switches to the last location i ordered from and you cant cancel the order app needs work
keep track of your own purchases the app doesn't I have pointed this out 3 times now and will point it out again after waisting another half an hour getting past the stupid ai system
wouldn't let me add my free queso 😞
App is difficult to manage locations still when ordering online. there is no prompt if you are reordering. hire me to fix your app. also doesn't let you go "halfies" on veggies and meat. many locations are online only and its not a good enough app for that get kiosks like McDonalds
gift card adding is buggy
This UI makes it way to easy to accidentally order to the wrong location. If my last order was several months ago, why does the app automatically default to that location instead of asking where I want to order to?
pay options doesn't let me use my gift card
my order was declined and would not allow me to complete my order. I had to restart my order and pick up time.
the app is buggy, I can never use my rewards, and the prices have skyrocketed. also, my order almost always is incorrect somehow. I used to love this place.
app runs very slow every time I try to use it. never let's me add a new card. It shows up then disappears before I hit save.
this app has always been buggy. not being able to combine gift cards? what is that?? I've been trying to add a new gift card and the captcha keeps rejecting
I recently used the app to place an order. However, my Burrito bowl was not well prepared, it looked like it was thrown together and was short of ingredients. Also, the chips were so salty, as to be inedible. I was prompted to leave a tip, which I did, but I regret that based on the preparation of my order. I have eaten at this restaurant before without using the app, and my meals were good. I guess that the people preparing have to be watched to make a good product?
+ 3 more in the clipboard copy
Sentiment summary
94%
Positive (4-5★)
2%
Neutral (3★)
4%
Negative (1-2★)